Since the update to Android Nougat version 7.1.2 we started seeing Motorola G4 and G5 phones on our CDMA network that were suddenly unable to use voicemail through holding the hotkey 1. When an attempt to use the hotkey is made you would then get the following error message:

"the feature code you have entered is not valid. Message 1 switch 384"

Error details: The new OS update changed the way the preset Voicemail number in those phones works, so that we now need to change the Voicemail number from the preset *86 to the phone number (10 digits - no spaces,dashes etc) that is active on that phone

If you are getting a different error on these phones may be best to check that voicemail has indeed been enabled from the Ting account, via device settings, before continuing on.

Changing the Voicemail Number

Here is a guide to updating the number from your phone

1 - From the Home screen select Phone

2 - Select Menu via the 3 dots in the top right corner

3 - Select Settings

4 - Select Calls

5 - Select Voicemail

6 - Select Setup

7 - Select Voicemail Number

8 - Erase *86 and enter your Ting phone number active on that device (10 digits - no spaces,dashes etc) in the Voicemail Number field

Testing

Once the change has been made a test should be done to make sure that you can access voicemail by holding down the 1 key. The phone should begin connecting as soon as the updated Voicemail Number is saved. If you still have any issues please have a look at the Voicemail guide linked below and Get in touch if we can help

You might want to make sure that Call Forwarding is enabled in your Ting dashboard. I don't know how PhoneFusion does it, but if you're in touch with their support, here's how the Ting dashboard splits up call forwarding:

"Can use call forwarding" just means that the forwarding feature can be used, if enabled. This is required for the other two.

"Can use call forwarding on busy/no answer" is what's known as "conditional call forwarding", that is, if you don't pick up, you can forward the call to another number. This is how some third-party voicemail apps work.

"Can use call forwarding at any time" is also known as "unconditional call forwarding", and is what Google Voice uses to manage their third-party voicemail system.

I can't troubleshoot a third-party app, but if the app developers need a specific feature enabled or disabled, I'm more than happy to translate the dashboard for you.

Just went through this process with my new Moto G5S Plus and fixed the same error. For the record, I think the options screens were a little different, but I got to the voicemail setup without too much trouble.